#twiceasnice Recruiting
Technical Support Manager, Enterprise Applications
#twiceasnice Recruiting, Washington, District of Columbia, us, 20022
Technical Support Manager, Enterprise Applications
Location: Washington, DC
Salary: $90,000 - $150,000 + Bonus + Benefits
Benefits: Medical, Dental, Vision, 401k, Holidays, PTO
Job Type: Full-Time Hybrid (in office 2x/week)
Typical Hours: Monday-Friday
Start Date: ASAP
Sponsorship is not available
Relocation assistance available
Technical Support Manager, Enterprise Applications Description
Our client, an enterprise application provider is looking for a Technical Support Manager to join their team in Washington, DC. In this role, you'll lead a support team of a finance and revenue operations platform used by companies across the globe to help them implement innovative automated tools and workflows. You'll combine hands-on ticket resolution with strategic process improvement. The ideal candidate has a strong technical background, thrives in customer-facing scenarios, and is motivated to build scalable systems that improve client satisfaction. This is a great opportunity to grow into a leadership role within a fast-growing company that values innovation and customer satisfaction.
Technical Support Manager, Enterprise Applications Responsibilities
• Manage a technical support team ensuring timely, quality resolution of client issues • Oversee support operations including ticket triage, escalation, and documentation • Collaborate with Product and Engineering to resolve complex bugs and data issues • Define and track KPIs like CSAT, first response time, and resolution time • Maintain and improve support documentation and self-service resources • Act as point of escalation for critical client issues and high-severity incidents • Coach and mentor team members, fostering accountability and growth • Work cross-functionally to enhance tools, workflows, and client communication
Technical Support Manager, Enterprise Applications Qualifications
• 3+ years of technical support experience in SaaS or enterprise applications required • Experience with web-based platforms, APIs, and data integration required • Customer-facing experience and ability to de-escalate high-stress situations required • Proficiency with ticketing and support tools required
Technical Support Manager, Enterprise Applications Description
Our client, an enterprise application provider is looking for a Technical Support Manager to join their team in Washington, DC. In this role, you'll lead a support team of a finance and revenue operations platform used by companies across the globe to help them implement innovative automated tools and workflows. You'll combine hands-on ticket resolution with strategic process improvement. The ideal candidate has a strong technical background, thrives in customer-facing scenarios, and is motivated to build scalable systems that improve client satisfaction. This is a great opportunity to grow into a leadership role within a fast-growing company that values innovation and customer satisfaction.
Technical Support Manager, Enterprise Applications Responsibilities
• Manage a technical support team ensuring timely, quality resolution of client issues • Oversee support operations including ticket triage, escalation, and documentation • Collaborate with Product and Engineering to resolve complex bugs and data issues • Define and track KPIs like CSAT, first response time, and resolution time • Maintain and improve support documentation and self-service resources • Act as point of escalation for critical client issues and high-severity incidents • Coach and mentor team members, fostering accountability and growth • Work cross-functionally to enhance tools, workflows, and client communication
Technical Support Manager, Enterprise Applications Qualifications
• 3+ years of technical support experience in SaaS or enterprise applications required • Experience with web-based platforms, APIs, and data integration required • Customer-facing experience and ability to de-escalate high-stress situations required • Proficiency with ticketing and support tools required